20.500.12556/RUL-162865 Vpliv izbranih dejavnikov na zadovoljstvo in lojalnost porabnikov športnih storitev magistrsko delo Factors affecting customer satisfaction and customer loyalty towards sports providers Organizacije si že dalj časa prizadevajo za zadovoljstvo in lojalnost porabnikov. Enako velja tudi za ponudnike športnih storitev, ki se zavedajo vseh prednosti, ki jih zadovoljni in lojalni porabniki prinašajo. Ključni dejavnik, ki vpliva na zadovoljstvo porabnikov športnih storitev, je zaznana kakovost storitve. Tvori jo več dimenzij – kakovost osebja, kakovost programa, kakovost prostora in opreme ter končna kakovost. Temelj in predhodnik lojalnosti storitev pa je zadovoljstvo. Cilj naloge je bil preučiti ključne dejavnike zadovoljstva in lojalnosti ter njihov medsebojni vpliv na primeru boksarskega kluba. Po pregledu literature in podobnih analiz sem opravil lastno raziskavo. Ugotavljam, da kakovost storitve v primeru boksarskega kluba pozitivno in relativno močno vpliva na zadovoljstvo porabnikov. Na zadovoljstvo ima večji vpliv kakovost prostora in opreme kot pa kakovost osebja. Vpliva zadovoljstva na lojalnost ne morem potrditi. Ugotavljam pa, da zadovoljstvo močno vpliva na pripravljenost priporočiti boksarski klub svojim bližnjim. Organizations have long been chasing customer satisfaction and loyalty. Sports providers are no different, as they are aware of all the advantages satisfied and loyal customers bring to them. Main factor affecting satisfaction towards sports providers is service quality. It can be divided to staff quality, program quality, quality of the facilities and equipment and outcome quality. The foundation and precursor of loyalty is satisfaction. The main goal of the thesis is to study the main factors of customer satisfaction and loyalty and their effects towards provider of boxing exercise. After theoretical framework and analysis of similar already conducted studies, I conducted my own study. I conclude that service quality positively and relatively strongly affects customer satisfaction of boxing exercise participants. Quality of facilities and equipment has a greater impact on customer satisfaction than staff quality. I can not confirm the effect of satisfaction on loyalty. However, I conclude that satisfaction has a strong and positive impact on customers' willingness to reccomend boxing exercise providers. kakovost storitve zadovoljstvo lojalnost športne storitve boksarski klub service quality customer satisfaction customer loyalty sports providers boxing club true true false L. Mejač Slovenski jezik Angleški jezik Magistrsko delo/naloga 2024-09-28 08:30:22 2024-09-28 08:30:24 2024-11-13 10:55:35 0000-00-00 00:00:00 2024 0 Ljubljana 0 Ljubljana 1 spletni vir (1 datoteka PDF (61 str.)) 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 366.1:061.2:796.83(043.2) 168283 214804739 14069.pdf 14069.pdf 1 C7556F7F6771B1C99CD309013C9CDE10 1c711c50927962af5c10f7b22c2e6c5bf227bca3fdc42b8072a610e7b3fa5781 0314628a-7d63-11ef-b232-0050569b8976 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=192306 Fakulteta za družbene vede 0 0 0